3+ year
ongoing Salesforce Staff
Augmentation engagement
Salesforce
Sales Cloud, Service Cloud, and
Experience Cloud supported
Phased rollout
across automation, integration,
and security restructuring
Hawaiian Airlines, the largest operator of commercial flights to and from Hawaii, engaged CUBE84 in a long-term Staff Augmentation partnership to support its evolving Salesforce strategy. As manual workflows, fragmented case management, and data validation gaps created operational strain, the airline needed embedded expertise to stabilize and scale its Salesforce ecosystem.
Over a phased, multi-year engagement, CUBE84 consultants supported automation across Salesforce Sales Cloud, Service Cloud, and Experience Cloud, strengthened data handling through Formstack enhancements, integrated Salesforce with JIRA, and restructured security access. The result was improved operational consistency, stronger governance, and a more resilient CRM foundation.
Hawaiian Airlines is the largest commercial airline serving Hawaii, connecting the islands to North America, Asia, and the South Pacific. With millions of passengers annually, the airline relies on dependable systems to support customer service, premium airport experiences, and internal operations.
Through a pure Staff Augmentation model, CUBE84 embedded certified Salesforce professionals directly within Hawaiian Airlines’ CRM team.
The engagement focused on:
The work was delivered through a phased rollout aligned with Hawaiian Airlines’ evolving CRM roadmap.
Teams were spending more time than expected on manual tasks just to keep operations moving. Cases were being tracked across different systems, so finding the full story behind an issue often meant jumping between tools or asking around. Forms were not fully validated. Premium services required hands-on coordination between people who had to step in, check details, and push things forward.
For a while, the team made it work through experience and effort. People knew where the gaps were and compensated for them. But the bigger question was whether that approach could hold as the organization grew. Complexity was increasing gradually. The structure in place had evolved slowly, with the assumption that the team could continue managing the added complexity through the same processes. Security and permissions were also handled as needs surfaced, adjusted case by case rather than designed as part of a larger framework.
As Salesforce usage expanded, those patterns began to create pressure. Small inefficiencies multiplied, and more time was spent coordinating work that the system should have handled. Supporting long-term growth required a stronger operational foundation. Automation needed to take over repetitive tasks, governance needed to be more deliberate, and deeper platform expertise had to be built into the way the system was managed and improved.
CUBE84 consultants became an extension of Hawaiian Airlines’ CRM team. The focus was disciplined execution within an evolving roadmap.
Salesforce Flow automation streamlined case routing and premium airport service processes. Repetitive manual steps were replaced with structured workflows inside Salesforce Service Cloud.
Salesforce and JIRA were integrated to eliminate duplicate case management. Teams gained clearer visibility and reduced administrative overhead.
Formstack limitations were addressed through custom JavaScript enhancements that introduced stronger validation rules and translation handling. Formstack Documents resolved recurring PDF generation issues, stabilizing document workflows.
Security restructuring required detailed analysis. Roles, profiles, and permission sets were redesigned to align with industry best practices and internal governance standards. Access became more controlled and scalable.
All initiatives were delivered through a phased rollout, allowing improvements to be implemented without disrupting day-to-day airline operations.
Case management processes became more structured and predictable. Premium airport services followed defined workflows that reduced inconsistencies.
Data submissions improved in completeness and reliability. Fewer manual corrections were required. Teams operated with greater confidence in the information inside Salesforce.
The rebuilt security model strengthened governance and reduced platform risk. Leadership gained assurance that Salesforce could continue to expand without exposing operational vulnerabilities.
Most importantly, Hawaiian Airlines gained a trusted Salesforce partner embedded in its long-term CRM strategy.
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